Full-Time Product Technical Support Engineer 3

Job Description

Second Shift Hours: 2pm-11pm

Primary Function: Front line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding customer needs and their environment to resolve Tier 1 customer issues. Accurately document reported complaints within CRM database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

Essential Job Duties:

• Quickly become knowledgeable on policies, processes, procedures, and best practices.
• Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
• Perform system error log reviews providing a summary of findings and recommendations to field service.
• Review auto-generated Service Requests and dispatch Field Service Orders as required, through CRM.
• Author, review, and publish articles in the da Vinci Knowledge Base per assigned goal.
• Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or escalation is necessary.
• Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs.
• Review procedures and other documentation and provide feedback as required.
• Drive key metrics to support corporate/departmental goals.
• Facilitate technical requests from field engineers.
• Responsible for creating, dispatching, and tracking service requests in the CRM business system.
• Assist with the onboarding process and mentorship of new TSEs/TSAs.
• Ensure processes are in place and are being followed, in accordance with FDA regulations.
• Have a flexible work schedule, including holidays and on-call duties.
• Ad-hoc projects as assigned by management.

Qualifications

Required Skills and Experience:

• Effective analytical, troubleshooting, and problem-solving skills.
• Familiarity of Operating Room protocols, anatomic terminology, and knowledge of Endoscopic vision equipment a plus.
• Excellent oral, written communication skills, and people skills.
• Working knowledge of computers and standard software applications, preferably with SAP, Salesforce, and Microsoft Office.

Required Education and Training:

• AA degree in electronics or mechanical engineering and/or two years related job experience.
• Must be a Field Engineer III or above for at least two years or, three years of experience working in Technical Support in a call center, preferably in the medical device industry.

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